Novavox offer a range of affordable worldwide delivery options to suit your requirements.
Working in partnership with Royal Mail and couriers including DHL, UPS and APC Overnight, we
take great care of your purchase in transit to ensure safe delivery and excellent service.

Our aim is to make buying online as convenient as possible, which means offering a wide
range of delivery (sometimes called carriage) options for you to choose from. Delivery charges
vary depending on:

• The delivery address of your goods (your region)
• The delivery service you choose (such as next day delivery, economy delivery, etc.)
• The total weight of your order (delivery chargers are higher for heavier items)
• The total value of your order (for insurance purposes)

The total charge for delivery, along with all the different delivery options we are able to offer
for any particular order, will always be clearly displayed at the checkout. The information below
provides an overview of our delivery options and terms.

Next Day Delivery

Next day delivery is available on all orders where the following criteria have been met:

• The order is placed before 3pm (GMT) and all security checks have been completed
• Royal Mail Special Delivery or Courier Delivery Service is selected
• All items on the order are in stock and available for delivery
• Cleared funds have been received in full for the order total
• Delivery is to a UK mainland address
• Applies to next working day, excludes bank holidays and weekends

UK Delivery Options

Delivery Option

Weight Limit

Value Limit

Description

Royal Mail 1st Class
Recorded

10Kg

£50

Most items are delivered by the next working
day, although deliveries can take up to 5
working days.

Royal Mail Special
Delivery

2Kg

£2,500

Items are expected to be delivered by 1pm the
next working day.

Courier Delivery Service

None

None

Items are expected to be delivered the next working day, detailed online tracking is
provided.

A signature is required on delivery from someone at the specified address. All items must be
checked for damage before signing for the goods.
Detailed online tracking information is provided for courier deliveries, the tracking reference
number information is emailed to the customer following despatch. A number of different
couriers are used in order to obtain the most competitive delivery price including DHL, UPS and
APC Overnight.

International Delivery Options

Delivery Option

Weight Limit

Value Limit

Description

Royal Mail Standard Airmail

2Kg

£50

Most items are delivered to European
destinations in 3-5 working days, and in 5-7
working days for the rest of the world. No
tracking or proof of delivery.

Royal Mail
International Signed
For

2Kg

£250

Most items are delivered to European
destinations in 3-5 working days, and in 5-7
working days for the rest of the world. Tracking
only within UK, signed for proof of delivery.

Royal Mail Airsure

2Kg

£500

Most items are delivered to European
destinations in 2-4 working days, and in 4-6
working days for the rest of the world. Online
tracking with proof of delivery.

Most items are delivered in 1-2 days, detailed
online tracking provided. Please contact us to receive an express delivery
quote.

A signature is required on delivery from someone at the specified address for Royal Mail signed
for items and all courier deliveries. All items must be checked for damage before signing for
the goods. Royal Mail deliveries are handed over to the national postal service in the
destination country for final delivery, e.g. Correos in Spain, La Poste in France, or the United
States Postal Service in the US. Some national postal services are more reliable than others,
and tracking information is only available up until the point at which the parcel leaves the UK.
If a national postal service is known to be unreliable, or if an item is required urgently, we
recommend using a courier shipping option instead.

Detailed online tracking information is provided for courier deliveries, the tracking reference
number information is emailed to the customer following despatch. A number of different
couriers are used in order to obtain the most competitive delivery price including DHL and UPS.

Failed Deliveries

For Royal Mail delivery options, if there is no one at the delivery address to accept the parcel, a
card should be left and the parcel can be collected from the local sorting office , or
alternatively a redelivery can be arranged. If delivery has been unsuccessful after
approximately 7 days, the parcel will be returned to Novavox.

For courier delivery options, if you are unavailable on the delivery date, the courier should
leave a calling card and take the parcel back to your local depot. The delivery should then be automatically attempted later the same day or the next day. If delivery is still unsuccessful
then your parcel will be held until you contact the courier to rearrange the delivery on a more
convenient day. If there’s no one available to take delivery at the address specified you can
collect the parcel from your local depot, with 2 forms of identification. If delivery has been
unsuccessful after approximately 5 days and the courier has been unable to contact you, the
parcel will be returned to Novavox.

Redelivery of goods returned to Novavox will be chargeable at the appropriate rate. Wherever
possible we will contact you to ensure delivery is successful, however in the event of us not
being able to contact you we will hold returned goods until you have instructed us to re-deliver.
In the event of a refund being requested we require written notification by email fax or post.

Lost Items

Our couriers use robust tracking systems and provide detailed online tracking information. In
the unlikely event that an item is lost, this information will be made available via the detailed
online tracking information and a refund or a replacement will be provided as soon as we
receive official confirmation of the loss from the courier.
Royal Mail Recorded deliveries are only tracked at the point of delivery. In the event of non-
delivery Royal Mail investigations can only be initiated after 15 working days have elapsed
from the date of posting for UK deliveries, 20 days for European deliveries, and 25 days for the
rest of the world. For this reason we are unable to offer advanced replacements or refunds on
any items lost in transit using Royal Mail services. Royal Mail investigations into lost/damaged
deliveries can take up to 3 months, and we are unable to provide a refund or a replacement
until Royal Mail have completed their investigations. If these terms are not acceptable then we
recommend using a courier delivery option instead.

Liability

All deliveries are subject to clearance of funds and stock availability, this combined with the
third party nature of courier services means that, whilst we always try to keep to promised
delivery dates, occasionally goods may arrive late. Invariably this is to do with factors outside
of Novavox’s control. For this reason we cannot offer guarantees on delivery dates or accept
any liability for losses as a result of late deliveries.

Returns

We endeavour to ensure that you receive your goods in pristine condition. If any items are
visibly damaged or missing on receipt, you must sign the carrier's delivery note accordingly
and inform us as soon as possible but no later than 48 hours after receiving the order. If your
items are faulty on arrival, you have 14 calendar days in which to inform us of the fault. Items
should be returned in their original packaging complete with all accessories and
documentation. Once we receive the returned item(s) we will send you out a replacement, or
provide you with a full refund if we do not have any replacements in stock. If there is a fault
with your product within 12 months from the date of delivery (or within the manufacturers
guarantee period if greater than 12 months) then you are entitled to a warranty repair. We test
returned items, and if a returned item is found not to be faulty by our technicians we will
return the item to you, in this instance you will be liable for the return carriage.

If you have simply changed your mind about any item ordered and you wish to return it, then
you can do so provided you inform us of your decision within 14 calendar days of receipt. The
item must not be used and must be 'as new' when returned to us. Once you've informed us
that you wish to return goods, you have 28 calendar days to do so, at your own expense. Once
the item is received at Novavox, we'll issue a full refund for the product via your original
payment method. Please note this policy has some limitations.

If you need to return an item to us for any reason then using a shipping method that provides
proof of delivery is recommended to ensure products are not lost in transit. If we do not receive an item that you have returned and you are unable to provide proof of delivery then
we will not be able to provide a refund or replacement. Before returning an item, please
contact us so that we can provide you with a Return Authorization Number (RMA). Items
should be returned to us within 28 days complete with all accessories and documentation and
if possible in their original packaging.